Your questions answered
How do I set up a Direct Debit to pay my bill?
How do you work out my Direct Debit payments?
We take your estimated annual spend and divide it by 12, to make sure you’re paying the same amount each month.
We aim to check your Direct Debit amount at least once a year to make sure it accurately reflects your usage. So, if you’re using more than we expected we might increase your Direct Debit amount or if you’re using less, we’ll reduce your Direct Debit amount so you’re not overpaying.
The graph below illustrates the expected consumption and Direct Debit payments of an average usage customer over a year.
Do I get a discount for paying by Direct Debit?
Yes! Depending on your tariff you could qualify for the below:
You’ll save up to £50 a year (£25 per fuel), which is taken off your standing charge.
You can save another £40 a year by going paperless (£20 per fuel), and £7.50 for choosing dual fuel (gas and electricity) with us.
I don't agree with my payment amount. What should I do?
We’re sorry about that. It might be because we’ve estimated your bill. We do this if you haven’t sent us a meter reading recently.
To send us a meter reading, log in to your online account or by using the form on the contact us page.
Rest assured your meter readings will help us ensure you’re paying the correct amount each month.
I'm changing bank accounts. How can I update my Direct Debit details?
Just get in touch and we’ll take care of it.
Why has my Direct Debit amount changed?
We’ll check your Direct Debit amount after your first month with us and then at least once a year to make sure it accurately reflects your usage. So, if you’re using more than we expected we might increase your Direct Debit amount or if you’re using less, we’ll reduce your Direct Debit amount so you’re not overpaying.
It’s important that you send us regular meter readings so that we can calculate your payments correctly. You can find more information about our DD process here.
Why has my bank cancelled my Direct Debit?
This can happen for a number of reasons. It’s best to speak to your bank to find out what has happened and then get in touch. We will then re-set your Direct Debit as soon as we can.
What happens if I cancel my Direct Debit?
If you miss a payment because you’ve cancelled your Direct Debit then your account will be in arrears. It’s important to make a payment as soon as possible by using another method.
You’ll also lose your Direct Debit discount if you receive it.
If you’re struggling to pay your bill, please tell us. We appreciate there can be times in life when money is unexpectedly tight, so we’re here to help.
All you need to do is contact us and we’ll get back to you with ways we can support you – whether that’s looking at your estimated bills, providing tips on how to reduce your usage or perhaps you aren’t taking advantage of discounts that are available to you.
My Direct Debit payment hasn't left my bank. What should I do?
This can happen for a range of reasons. It’s best to speak to your bank to find out what’s happened and then get in touch. We’ll re-set your Direct Debit as soon as we can.
Opening hours for our payments team
You can make a payment at any time through our automated payments line on 01772 395774 by pressing option 1. Please note that you will only be able to speak to an advisor on this number during our opening hours.
Our payments team is available Mon-Fri 9am-6pm (not including Bank Holidays).
You can call 01772 395774 or Freephone 0800 0323647 to speak with a member of our team.
How do I make a payment?
You can make payments at any time of the day or night by using our automated payments line. All you need to do is dial 01772 395774 and press option 1. Alternatively, if you need to speak to an advisor you can call either 0800 0323647 or 01772 395774 and press option 2 during our opening hours.